Complaints Handling Policy

1. Introduction

At deVere E-Money UAB (“deVere”, “the Company”, “we” or “us”) we are dedicated to providing our clients (“you”, “yours”) with a high-quality and reliable trading experience.

However, we recognise that issues may occasionally arise, and you may wish to submit a complaint. In these instances, our specialists are prepared to review each case thoroughly.

How Can You Raise a Complaint?

Should you wish to raise a complaint, we recommend using one of the following methods:

• Submit the complaint using this form .
• Email us at [email protected] or [email protected].
• Contact us via the in-app chat function.

The submission and review of complaints is free of charge.

Language

All communications with you will be in English and/or Lithuanian languages. This also applies to all correspondence regarding the complaints process.

What Should You Include in Your Complaint?

In addition to your full name, phone number, and the email address associated with your Vault account, please provide a clear and detailed description of the issue to help us review your case thoroughly.

This should include:

• The timeframe in which the issue occurred.
• A clear explanation of the issue.
• Where applicable, the impact the issue had on your financial position.

You are also welcome to share any suggestions on how you believe the matter could be resolved.

Complaint Handling Timeframes

We will acknowledge your complaint within 2 business days and aim to resolve it within 15 business days.

Confirmation of receipt of a High Risk or Substantial complaint will be provided within 24 hours during the business week.

After 15 business days, we will either provide a proposed resolution or explain why the issue is still under review.

In exceptional cases, such as highly complex complaints or cases requiring third-party input, we may take up to 35 business days to provide a final response.

Out-of-Court Dispute Resolution for Financial Services Complaints

Non-UK Customers

If you are not satisfied with how we handled your complaint, you have the right to escalate it to the Bank of Lithuania within one (1) year from the date you submitted your complaint to us.

You can contact the Bank of Lithuania at:

More information on how to submit a dispute can be found on the Bank of Lithuania’s website . The Bank of Lithuania acts as an out-of-court dispute resolution authority, handling disputes between consumers and financial service providers.

To apply to the Bank of Lithuania, you must submit your claim to us within three (3) months from the day you became aware of an alleged violation of your rights or legitimate interests arising from your agreement with us.

Before submitting a claim regarding the settlement of a dispute to the Bank of Lithuania, you must first raise your complaint in writing with us. Always attach our final response to your application which you wish to submit to the Bank of Lithuania. The Bank of Lithuania only reviews complaints that have been previously submitted to us.

All claims and supporting documents submitted to the Bank of Lithuania must be signed by you and translated into Lithuanian or English. The Bank of Lithuania may refuse to accept documents that are unsigned or not properly translated.

Examination of complaints and dispute resolution by the Bank of Lithuania is free of charge. For more information, please visit their website .

If you believe we have breached regulatory requirements related to financial services, you may raise a complaint to the Bank of Lithuania within six (6) months of the alleged breach. You must follow the procedures described in this section before submitting your complaint.

Additional guidance is available on the Bank of Lithuania’s website .

If you fail to act within the time periods indicated in this section, the Bank of Lithuania may refuse to accept your complaint, and you will no longer be able to escalate the same matter to them.

UK Customers

If you are not satisfied with how we handled your complaint, you have the right to escalate it to the United Kingdom Financial Ombudsman Service.

The complaint to the UK Financial Ombudsman may be submitted using the following details:

Calls are free from most UK landlines, but charges may apply if using a mobile phone or dialing from outside of the UK.

Out-of-Court Dispute Resolution for Complaints Outside the Bank of Lithuania’s Competence

For consumer disputes that fall outside the Bank of Lithuania’s competence, the responsible out-of-court dispute resolution authority is the State Consumer Rights Protection Authority.

You can contact the State Consumer Rights Protection Authority at:

For more information, please visit the Authority’s website .

You may also submit a complaint to the relevant out-of-court dispute resolution authority in your country, where applicable, regarding the financial services we provide.

Out-of-Court Dispute Resolution for Complaints Related to Personal Data

If you wish to raise a complaint regarding the processing of your personal data, you can contact us through the Vault app or by email at [email protected] or [email protected].

If you are not satisfied with how we have handled your request, you have the right to submit a complaint to your local data protection authority. Within the European Economic Area, our cross-border data protection authority is the Lithuanian State Data Protection Inspectorate (SDPI).

You can contact the SDPI at:

For further guidance and information, please visit the SDPI’s website .